Complaints, Comments and Feedback
How to raise a concern, share a suggestion or recognize good care
How to make a complaint
A complaint is any expression of dissatisfaction that requires a response. A Service User can complain verbally, electronically or in writing. A family member or advocate may also complain with the person’s consent or, where appropriate, in their best interests.
How we respond
We handle complaints fairly, openly and seriously. We aim to put things right, learn from what happened and improve our services. Anyone who raises a concern should be able to do so without fear of reprisal and will be treated with courtesy, respect and compassion.
Help to communicate your concerns
We can support people who need an interpreter, an advocate or another communication adjustment. Information about the process, and our response, will be provided in a form the Service User can understand.
Data protection concerns
We handle concerns about personal information through our complaints process. This includes concerns about confidentiality, privacy, information sharing, subject access requests, consent, data accuracy and information security. If someone remains dissatisfied after completing Care2Care’s process, we will explain their right to raise the matter with the Information Commissioner’s Office.
Safeguarding concerns
If a complaint indicates that a Service User has been harmed or may be at risk of harm, we will also follow our safeguarding procedures and notify the appropriate statutory bodies where required.
Compliments and suggestions
We welcome compliments and suggestions as well as complaints. We use this feedback to recognise good practice, understand what matters to people and identify opportunities to improve our services.
Accessible information
If you need help understanding this information or would prefer it in another format, please ask Care2Care for accessible support. Depending on availability, options may include audio, large print, translated versions, easy-read materials or a simplified policy view.
Data Protection and Confidentiality
How we use, share and safeguard personal information
Our commitment to confidentiality
We access, use and share personal or confidential information only for a clear, legitimate purpose and when there is an appropriate, lawful and justifiable basis for doing so.
When information may be shared
We seek consent when it is the appropriate basis for sharing information. Information may also be shared without consent when it is necessary and justified for:
• providing individual care;
• safeguarding a person;
• meeting a legal obligation or court order;
• protecting someone from serious harm;
• preventing or detecting serious crime; or
• another overriding public interest.
Laws and professional standards
Our information-sharing decisions follow UK GDPR, the Data Protection Act 2018, the Data (Use and Access) Act 2025, the common law duty of confidentiality, the Mental Capacity Act 2005 and other applicable duties. We also have regard to the Caldicott Principles when handling confidential health and care information.
Staff responsibilities
Staff must:
• access only the information they are authorized to use and need for their role;
• protect information throughout its lifecycle; and
• record and justify decisions to share, or not share, information.
Responding to security incidents
Any actual or suspected breach of confidentiality, data protection or information security must be contained, recorded, assessed and escalated without delay.
Accessible information
If you need help understanding this information or would prefer it in another format, please ask Care2Care for accessible support. Depending on availability, options may include:
• audio;
• large print;
• translated versions;
• easy-read materials; or
• a simplified policy view.
Consent and Personal Data
How we use consent and other lawful bases to handle personal information
Choosing an appropriate lawful basis
Consent is one of several lawful bases for processing personal information. Depending on the purpose and circumstances, Care2Care may rely on another basis recognised by UK GDPR, such as fulfilling a contract or providing health or social care. We identify and record the appropriate basis before processing begins.
When we rely on consent
When consent is the lawful basis, it must be:
• informed and freely given;
• specific to the processing activity;
• expressed through a clear, affirmative choice; and
• presented separately from other terms and conditions.
Protecting children’s information
Children’s personal information requires particular care. Privacy information and consent requests should be clear, age-appropriate and easy for the child to understand, taking account of their ability and the circumstances.
Using surveillance responsibly
If surveillance is used, any images, audio or other recordings may be personal information. They must be collected, accessed, stored and shared only for a clear purpose and in accordance with applicable data protection and care requirements.
Accessible information and support
If you need help understanding this information or would prefer it in another format, please ask Care2Care for accessible support. Depending on availability, options may include audio, large print, translated versions, easy-read materials or a simplified policy view.